Unfortunately, I don't know the answer to this one. I would recommend contacting Support and ask to speak to a 2nd Level Analyst for more assistance on Xerox Standard Accounting. Please have your AltaLink device serial number ready as they will need that to authenticate you and pass you on to the 2nd Level Department.
Thank you for your reply. Unfortunately, it does not seem to be that simple.
The accounts have not exceeded their limits. Users that have an account set as their default are printing successfully, but for users with the same account as a secondary account, the print jobs fail to that account. The error sheet that prints when a job fails states that it was deleted due to invalid or missing accounting codes. Here is an example with some excerpts from the Audit log with usernames replaced.
User "XSAUsername" has group account 5555 set as their default. Group Account 7777 is selected as a secondary group account. General account 1234 is also enabled for this user.
Driver settings: Charge Me, "XSAUsername" entered in User ID. The Account ID field is disabled.
204 07/06/2020 15:45:21 5 Print Job Microsoft Word - Document1 windowsusername comp-normal IIO-success xsausername-XSA Username 5555-Group Account 5555
Result: Job prints successfully to user's default Group Account.
Driver settings: Charge an Account, "XSAUsername" entered in User ID, General Account "1234" entered in Account ID.
208 07/06/2020 15:49:53 5 Print Job Microsoft Word - Document1 windowsusername comp-normal IIO-success xsausername-XSA Username 1234-General Account 1234
Result: Job prints successfully to the General Account entered.
Driver settings: Charge an Account, "XSAUsername" entered in User ID, Group Account "7777" entered in Account ID.
194 07/06/2020 15:26:01 5 Print Job Microsoft Word - Document1 windowsusername comp-terminated IIO-success xsausername-XSA Username
195 07/06/2020 15:26:11 5 Print Job Error Notice windowsusername comp-normal IIO-success
Result: The job fails to print. An error sheet prints stating, "The print job was deleted because invalid accounting codes were entered or accounting codes were missing."
Since the audit log does not show the code entered into the driver, I would think maybe it's not being passed to the printer, but the printer does receive the code when it is a general account. This makes me think it is some processing error within the printer since the driver probably would not know which type of account code was entered.
Can "Charge an Account" only be used with General accounts? If so, how do we enable the Account ID field when "Charge Me" is selected?
I am not familiar with this issue, however, I did find some solutions in our Knowledgebase that may help you. I am wondering for when the Jobs are deleted, if perhaps the limits may need to be reset for that group ID?
We have a Xerox AltaLink C8055 setup with Standard Accounting. We have multiple group accounts assigned to some users, but we are only able to print to the default selected for each user.
We are printing from 64-bit Windows 10 (1903) using the latest Postscript V4 driver and Desktop Experience app.
When the user is prompted for a code, we have the option to select either Charge Me or Charge an Account.
When Charge Me is selected, the user types in their User ID, but the Account ID field is disabled. The job prints successfully to the user's default group account.
If we select Charge an Account, the Account ID field is enabled. If we enter any Group Account code (even their default) the print job fails. If we enter any General Account code, the print job is successful.
How do we print to a group account other than the user's default?